Augmenting Standards in Engineering Education and Windows and Doors Manufacturing

• Author / Creator

  Astleitner, Katharina

• This thesis studies integrative augmentation with customer satisfaction (CS) standards in a service and a manufacturing organization.
  Case study organization 1 (CSO 1) is an engineering course operated in a Western Canadian university. In this course, surveys were undertaken that addressed student satisfaction with elements of the course management system (MS) based upon standards of the international organization for standardization (ISO) CS series. The course e-class site established with ISO 10008 guidance, as well as sub-systems following ISO 10001/2/4 are the subject of interest in this research. The survey results form the basis for investigating student satisfaction through two different statistical methods. On one hand, descriptive statistics show comparisons from midterm to survey results, as well as developments over two different years of undertaking the surveys. The second method was structural equation modelling (SEM) that illustrates the effects of multiple characteristics of the MS elements on e-class site satisfaction.
  The second analysis presents the results of an augmentative integration performed in a windows and doors manufacturer (CSO 2). The integrated management system (IMS) that is operated in CSO 2 enables the demonstration of how integration with ISO 10001/2/3/4 MSs into an existing organizational system can be approached. The research project is divided into four phases. A gap analysis for the QMS is performed on which suggestions for the transition from ISO 9001:2008 to ISO 9001:2015 are based upon (Phase 1). Furthermore, the IMS is studied with ISO 9001, ISO 14001 and Occupational Health and Safety Assessment Series (OHSAS) 18001/ISO 45001 MSSs and reveals in how far the three sub-systems for quality, environment and occupational health and safety are related (Phase 2). The QMS, as the core of the IMS, forms the basis for the integration with four augmentative MSs. The currently operated CS associated programs (CSAPs) are compared to ISO 10001/2/3/4 requirements. Results on the CSAPs study and methods for potential standardization of the programs are explained (Phase 3). Finally, a three-step approach for the integration of an ISO 10001/2/3/4 MS into the existing IMS is detailed, which includes results and suggestions for the integration (Phase 4).

• Subjects / Keywords

  • ISO standards
  • ISO
  • Quality Management
  • Customer Satisfaction
  • Engineering Education
  • Surveys
  • Integrated Management System
  • Management System
  • Augmenting Standards

• Graduation date

  Fall 2018

• Type of Item

  Thesis

• Degree

  Master of Science

• DOI

  https://doi.org/10.7939/R3XP6VK49

• License

  Permission is hereby granted to the University of Alberta Libraries to reproduce single copies of this thesis and to lend or sell such copies for private, scholarly or scientific research purposes only. Where the thesis is converted to, or otherwise made available in digital form, the University of Alberta will advise potential users of the thesis of these terms. The author reserves all other publication and other rights in association with the copyright in the thesis and, except as herein before provided, neither the thesis nor any substantial portion thereof may be printed or otherwise reproduced in any material form whatsoever without the author's prior written permission.